ComplaintsforD's House Nails

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On mother day I scheduled my wife to get her feet and nails done I called the nails ***** and explained and repeated five times what she was going in for . During that time my wife explained several times to the technician a fresh maniocor with fake nails and a white tip during that time everything went wrong they didn't do the procedure correctly I phoned the shop and explained to the personal what had happened she indicated come back and will do it right . I gave them my wife name and said she will be later on in the week I called not once more than several times in a week but wasn't getting through finally after serval weeks later they pick up and say now it's going cost additional $80 for her nails to get done I explained to the owner after I phoned several times and she wasn't working with me I explained the matter and she refused to help me from the picture you will see this the aftermath

  Business response

  06/06/2023

  
  I hope this message finds you well, and I would like to address the concerns you have raised regarding your recent visit to *********. We genuinely appreciate your feedback, and it provides us with an opportunity to clarify the situation and ensure your satisfaction.
  On 05/13/2022, your husband contacted us to inquire about the price of our regular pedicure and manicure combo. Our receptionist provided him with the accurate information, stating that the price for the combo was $52. However, when you arrived at the salon, you made the decision to opt for the organic deluxe pedicure, which is priced at $55. Additionally, you discussed with another technician and agreed to have a gel manicure for $37 along with French tips for $7. We would like to confirm that your wife paid $55 for the organic deluxe pedicure and $44 for the gel French manicure, as clearly displayed on our menu. We strive to maintain transparency in our pricing structure and ensure that our clients are well-informed about the costs before proceeding with any services.
  We understand that there was no prior communication or indication of your desire for fake nails during the appointment booking or during discussions with our staff. Consequently, none of our receptionists or technicians were aware of this request. However, if we had been informed about your preference for fake nails, we would have been more than happy to accommodate your request. It is worth noting that the price for a full set of fake nails with French tips is $70, which is higher than the price of $44 for a gel French manicure.
  After thoroughly reviewing the interactions between our staff and yourself, including the phone calls where you expressed your concerns, we have found that our team repeatedly explained that you were fully aware of the services you received, including the organic deluxe pedicure and gel manicure. It was also clarified that you have a good command of the English language. Furthermore, we promptly provided you with a receipt detailing the breakdown of the charges. Subsequently, on 05/27/2023, your husband contacted us once again, requesting that we provide a complimentary full set of fake nails. However, we respectfully declined this request based on the fact that you had willingly chosen a gel manicure during your visit. All the services provided were in accordance with the agreement between yourself as the client and our skilled nail technician. Throughout your time at *********, there was no expression of dissatisfaction or mention of any concerns regarding the services not meeting your specific requirements. Thus, it is important to clarify that we have fulfilled our obligations to you.
  Regarding your husband's claim of making multiple phone calls in the weeks following the incident, neither our manager nor our receptionist have any recollection of receiving such calls. We have always been diligent in documenting and addressing customer inquiries, and this situation is unprecedented for us. In an effort to resolve the issue, I personally reached out to your husband to provide further explanation. Unfortunately, during our conversation, he expressed a threat to take legal action against our business.
  We have a strong desire to prevent this dispute from escalating and potentially affecting our business, especially considering the challenges that small businesses like ours have faced during these difficult times of the pandemic and recession. It is crucial for ** to ensure fairness to our hardworking employees who have done nothing wrong and should not be burdened with providing 1.5 hours of free service to a client. Given the circumstances, we have made the decision to refund the amount paid for the gel manicure, totaling $44. However, we kindly request a release agreement from you, ensuring that you will not pursue any further complaints or file any disputes regarding this matter. This is essential in bringing this issue to a close and maintaining a positive environment for our valued employees and other clients.

  Thank you. 

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